Scottish Power default account wrongly and not answering emails

AndrePearTree

Initially I've tried to complain via phone, as I was not getting anywhere and beeing afraid of not having proof I contacted them and what was beeing said, I started to send emails.

Despite the number of emails sent before this was the first time I had a case number.

I've also spoke with transunion wich asked me to send them all the correspondence between me and them.

It is shocking that this issues are not sorted quicker and they keep sending non related information.

brianposter

APT, what happened to the direct debit ?

AndrePearTree

Direct debit has been canceled in December 2017 due to been inactive since November 2016.

AndrePearTree

Trying to be as quick as I can with all this story.

After the complaint with Ombudsman, I've been contacted by Scottish Power, proposing the following.

1 - Provide a Written apology
2- review the billing to update the meter readings on the invoice
3- Provide an acurate invoice,
4 - Remove default from credit report
5 - Offering some money as compensation,


During this call, I've made sure to ask the person was speaking with me on the phone that the default would be completely removed and not just satisfied, staying on my report for 6 years.

She confirmed on the phone that it would be completely removed and will not stay on my report for 6 years.

Obviously, I've accepted the proposal, to never hear from Scottish power again until the last day where they had to put the remedies in place.

On that day, I've received a letter from Scottish power (signed as the same person that spoke with me initially) apologising that she gave me wrong information over the phone and they would not be able to remove the default as they have to provide accurate information to the credit report companies.

Obviously, I've complained back to Ombudsman and Scottish power, saying what happened, sent them a copy of the letter they sent me, which Ombudsman replied me saying that they spoke again with Scottish Power and they agreed to remove the defaulted account and to let them know if I didn't had this sorted in 10 days(last Friday).

The operator on Scottish power was also telling that the account was marked as satisfied, and was confused as to when I said, I haven't made any payment.


During these 10 days, my credit report has been updated and I noticed that the account was in fact made as satisfied (weirdly enough), and I've received an invoice (not with the correct meter readings), but discounting the compensation value.

I've contacted Scottish power immediately, which told me to ignore the invoice as they had this case open.

A few days after, another letter from Scottish power saying that I had an overdue invoice, which I called them again and again been told to ignore and wait.


Monday, as there was no solution and the 10 days, had already passed, I've contacted ombudsman which now does not reply to my messages.

Yesterday, had 2 calls over the day and a text message from Scottish power asking me to make a payment, on both calls I've told the operator what was happening and they both of them told me that they put the invoice on hold for 30 days to give time for the complaint to be sorted.

I've never seen a so disorganized company in my entire life (despite this is the first time I have something similar).

Really wish that Scottish power had contacted me (like they are doing now) via phone and letter the first time, instead of just ignoring.


Any advice or just wait for Ombudsman to reply to my queries?

[Deleted User]

Report it all to Ombudsman and let them deal with it

AndrePearTree

I did, they do not answer any of my messages.

Just after this post, I've called the Scottish power ombudsman team, they said to me that they know they told me 10 days but it is taking more time.

and said they would contact me in 2 to 3 days.


Do they not have to comply with the times?

[Deleted User]

Not if investigation takes longer no

AndrePearTree

well, I believe the investigation is done, and they did a proposal to resolve the issue.

What is taking more time is for them to implement the remedies they proposed to me.

[Deleted User]

Correct.

So let the ombudsman do their job in rectifying it for you

AndrePearTree

Well, I had no other option obviously.

That is a really weird process that luckily enough I never had before, and now I have to be dealing with by no fault of mine.

I will try to keep this post updated so other people on the same boat can have some more info.